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Asynchronous Chat

Asynchronous (async) chat in Genesys Chat Solution means:

  • Conducting single chat session between a customer and a contact center for a long period of time (could last for days).
  • Providing the possibility for an agent to return a chat session back into the workflow (in other words, putting it into dormant state), and to reconnect to chat session later (through workbin or contact history).
  • Providing the possibility for a workflow to wake up a dormant chat session for processing upon detecting customer activity or upon the expiration of async inactivity control timeout. Workflow tries to route the interaction to the last handling agent for some period of time before sending it to any other available agent.

The following table lists quick links to helpful topics on async chat within this guide:

Topic Description
Async Requirements This topic is a general overview of how to enable async chat capabilities.
Asynchronous Chat in Workspace Desktop Edition This topic covers how to configure and use asynchronous chat in Workspace.
Asynchronous Chat in Widgets This topic covers how to configure and use asynchronous chat in Widgets.
Deployment guidelines for async and regular chat This topic includes guidelines regarding sizing, short polling vs. CometD, disconnects, and idle timeouts.
Chat Business Process Sample This topic describes a procedure on how to deploy the workflow sample as well as information on testing.
Integrating Chat Server with Genesys Historical Reporting This topic covers information on historical reporting.
This page was last edited on June 16, 2021, at 14:11.
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